Agent Statuses

In CallTools, Agent Statuses define an agent’s availability within campaigns and queues. These statuses determine whether an agent can receive calls, is actively engaged, or is in a wrap-up phase after a conversation. Status configurations also control what system actions occur when a specific status is selected.

Agent statuses help managers maintain workflow structure, monitor productivity, and ensure calls are routed correctly based on real-time agent availability. While default status names can be edited, the underlying status actions remain fixed.

Default agent status names include:

• Available: The agent is ready to receive campaign or queue calls.
• Not Available: The agent is not able to receive new calls.
• Post Call: The agent is in the wrap-up stage after finishing a call.
• On a Call: The agent is actively connected to a live call.

Default agent status actions include:

• No Action: No system change occurs (often used for reporting).
• Set Ready: Allows the agent to begin receiving new calls.
• Set Not Ready: Prevents the agent from receiving new calls.
• Logout: Removes the agent from any active campaign or queue session.

Key pointers about Agent Statuses:

• Statuses directly control call routing and agent availability.
• They help ensure agents are only assigned calls when ready.
• Reporting and performance metrics rely heavily on accurate status usage.
• Editable names allow customization while preserving consistent system behavior.

Agent Statuses are a core part of CallTools workforce management, helping teams stay organized, efficient, and aligned during live campaign operations.